press releases
In
the run up to release worldwide, major global alerts were distributed, each
with their own theme relating to the consumer, business and technology
perspectives.
To
view the full media alerts, simply click on the headings below.
$130 billion industry – minimal CRM practices and principles
16% of participants ranked creating direct customer relationships among their
top three commercial drivers
Resolve my query – first time, in time
Call resolution is the greatest indicator of customer service improvement
Thanks but no thanks – I’ll serve myself
Dramatic increase in adoption of self service by
customers and contact centres; USD 4 per self service transaction compared
with USD 34 per human agent transaction